Expanding Operations? It May Be Time for a Call Center

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As you expand operations, you will want to carefully evaluate its customer service performance and set new goals. In that process, you may find that your resources to achieve these goals require a boost. Often, outsourcing customer service to a professional call center is the answer to a company’s ability to provide exceptional customer service as it grows.

Here are five ways to tell if outsourcing your customer service to a call center operation is right for your business:

  1. Booming Business/Not Enough Staff
    • As you grow, it’s important to be sure that your customers are still receiving the care and attention they expect. When you review your customer service performance in light of the growth you have experienced, chances are good you will see that you require more support. One way to make sure this crucial aspect of your company’s growth is being handled properly is to outsource your customer service to a call center. Otherwise, you may need to add staff that your business may not be ready for yet.
  2. Need to Scale Staff as Required
    • If your business has a seasonal aspect or if your customer service requirements fluctuate, it’s important for you to have the ability to scale related staff up or down. You may have found that managing this function internally is difficult due the excessive cost and staff needed to do the repetitive hiring and training involved. If so, the problem can be solved by working with a call center that you can contact whenever you need customer service help – rather than taking the time and expense to hire more staff.
  3. Need Professional Customer Service Staff
    • One way to boost customer loyalty and keep expanding operations is to make sure your company is making the most of its customer service function. If your staff is struggling to service customers and use each contact with them as an opportunity to provide more products and services, it’s time to work with a call center. Our call center staff is highly trained and experienced in customer service techniques. They follow any protocols and scripts your company has to make certain your customers are receiving service you are proud to offer.
  4. Need to Save Money
    • Building customer service staff and investing in the technology to make certain that your company’s customers are receiving the best care is expensive. If saving money is important to you, it’s time to consider working with a professional call center that has top-quality customer service professionals and state-of-the-art systems and technology ready to support your company.
  5. Need 24/7 Customer Service Coverage 365 Days a Year
    • Every time one of your customers contacts your company there is an opportunity to expand operations. However, hiring staff to be available on this constant basis is expensive. Consider working with a call center so you never miss a call and know that your customers are being helped by professionals – and at a much lower cost than using internal staff for the purpose.

Why Responsive Call Center is the Right Call Center for Your Expanding Business

For more than 40 years, Responsive Call Center has created and managed call flow for companies in many industries. We have live operators available all day, every day to handle your business calls the same way you would so you do not have to rely on answering machines or automated systems. Our state-of-the-art equipment and highly trained staff allow us to make sure you never again miss your customers’ calls. 

Contact us to find out more about how we can help you best manage the calls that are most important to your business. 

 

How to Stay in Touch in an “Always On” World

answering services

The right telephone answering service will be an expert at helping you employ a variety of communication methods to help you stay top-of-mind with your customers. At certain points of customer contact, it is crucial to know and employ the best communication methods for the purposes of positive customer response and conversion rates.

Here are a few tips on how to create and use the best direct response tactics:

Create a Customer Journey Map as Part of the Communication Plan

This will detail every step of your customers’ contact with your business so that you can align your communication with them to sync with each step in their process.

Communicate As Your Customers Do

Pay attention to how they communicate with their audiences and your company, and model your communications with them in the same way.

Create a Communication Plan to Address Customer Pain Points

Pain points that customers experience when interacting with your business can actually be opportunities to grow your business with them if they are handled well by staff. Creating a communication plan to address each of these is an important step in making that goal a reality.

Create a Communications Plan for Leveraging Your Customers’ Best Experiences

With the advent of social media, customers’ recommendations have become even more important than ever before. Create a communication plan to incentivize your happiest customers to spread the word.

Create a Communications Plan to Entice Back Inactive Customers

Chances are good that these prospects can be brought back into your company’s fold with the right contact and incentives.

Support Customers’ Preferences for Call, Text and/or Email Responses

Give your customers as many options as possible when it comes to communicating with your company.

Validate Your Customers’ Purchases

Make sure to have a communication plan to thank customers for doing business with you and highlight the positives of their purchases.

Keep Communication Simple

Make sure that all of your options for customer communication have as few steps as possible.

Timing is Crucial

Are you communicating with your customers when it is most important that they hear from you? Make sure that your communications don’t lag behind customer activity or desired activity.

Build Helpful Content into Your Communications Plans

When you offer information that your customers likely will find helpful in running their business or their own marketing efforts, they see you as adding value to their interaction with you and you build brand loyalty.

Make Sure Your Customer Communications are Consistent

Customers want to know that they can depend on you no matter what the reason is for contact with your company. Make sure your communications with them are consistent in terms of voice, frequency, and quality.

 

For more than 40 years, Responsive Call Center has created and managed customer communications plans for numerous industries, including medical, legal, commercial services (plumbing, HVAC, etc.), real estate and property management, construction, government agencies, and charities. Our team of live operators are available all day, every day to handle your business calls the same way you would; you will see the difference when your business no longer relies on answering machines or automated phone systems. Our highly trained staff will make sure you never miss your customers’ calls. Contact Responsive Call Center to discuss the ways we can help you manage your calls.

Scale Your Business: Let Responsive Help with Order Management

Let Responsive Help with Order Management

Handling repeated incoming calls and managing orders from customers can be hard to keep up with as your business grows requiring you to quickly scale your order management process. When customers call to place orders, placing them on hold while they wait for someone to become  available can result in lost sales. At the same time, you would hate to tell your team to rush through their sales calls because you are trying to provide the best customer care possible or miss out on any cross-sale opportunities simply because team members are trying to quickly clear call ques.

What if we told you there is a better alternative? And that you would be able to allocate your limited time to more important matters yet still have orders being handled with excellent customer service!

With Responsive Call Center on your side, we work as an extension of your own private team managing your customer’s orders and providing the same exceptional service you would expect from your internal teams. Our call center experts can assist with taking orders and processing them all year round, even during your peak season!

If you already have an Order Management System (OMS) in place, the representatives at Responsive Call Center will be trained to work with your system per your directives. They are able to follow your instructions for:

  • • Lead capturing
  • • Validating information
  • • Fraud checking
  • • Sourcing
  • • Confirming deliveries
  • • And more

Our goal is to act as an extension of your internal teams so we train our call center representatives to provide the important information your customers are looking for each and every time they call. Experienced operators can provide the following:

  • • Product information
  • • Stock availability
  • • Order status
  • • Dispatch management
  • • And more

Should a problem arise during a call, our call center representatives are able to rely on the expertise of a supervisor or pass a call on to be handled by a supervisor. We understand that escalated calls should be handled professionally and promptly so we are ready to do so.

Responsive Call Center knows that order management is critical to your success and outsourcing this aspect of your operation to experienced professionals helps you cut costs and improve the order processing experience for your customers and lets you focus on growing your business instead.

Call Responsive Call Center today to discuss how we can help you meet your goals for Order Management.

Order Taking: Sure, We Can Help

Order Management

A phone ringing with customers eager to place orders is a positive sign for your business growth but to ensure customer satisfaction the order must be taken down properly. Order taking and management requires time and attention to detail.

If your growing business needs customer service representatives who can answer calls and take orders, Responsive Call Center’s team of professional representatives can help your business. We are available to take orders and process them 24/7. Our representatives can provide:

  • Product information
  • Stock availability
  • Order processing
  • Order status updates
  • Dispatch management

Does your business already have an Order Management System (OMS) in place? No problem. We will work with your team to ensure our representatives are fully trained and well versed in how to use your OMS so it can be integrated with our own system. Every member of our call center order management team follows processes including:

  • Lead capturing
  • Validating information
  • Fraud checking
  • Sourcing
  • Confirming deliveries

Our live order management call center representatives are able to provide customers with tracking information and details. If your company works with consultants, repairmen, or stores that only serve customers in a specific geographic area, we can merge your database with our system so that your customers always have the most accurate information possible.

Responsive Call Center’s team is well trained and our call centers are fully equipped and staffed to take and process your orders according to your specifications. There are always supervisors on hand to monitor calls and support our representatives if anything urgent comes up or if there are any escalated calls. We will treat every caller with the utmost respect and professionalism so they always feel their needs are being met. As your partner in this endeavor, Responsive Call Center takes this responsibility seriously and will ensure your callers feel as though they are speaking to members of your own team.

We understand your business is your main priority, so let us take care of the rest. Call us today to see how we can help – (855) 969-0009.

5 Reasons Your Small Business Should be Outsourcing Their Customer Service Processes

Outsourcing Customer Service
When you own or manage a small business, you may often feel that some of the greatest resources are out of reach. Due to small budgets or a lack of support, you may feel that your business’ potential to grow is limited. It is because of this that many small businesses often fail to identify opportunities that could lead to increased profits.

Both large and small businesses routinely outsource services like payroll processing, accounting, marketing, and many other critical business functions. Outsourcing customer service processes is quickly becoming a valuable service for many small businesses as a way to scale to need and cut costs.

Here are some ways that your small business can benefit from outsourcing your customer processes to a professional answering service:

  1. 1. Grow with Demand as It’s Needed
    When your business is growing, you will go through waves of the amount of volume you receive on any given day. An experienced answering service can scale to these needs with no effort on your part.
  2. 2. Minimize Your Overhead Costs
    As your business grows, your expenses will as well. You will need to hire, train, and insure each person that joins your team and provide those individuals with a workspace and computer. When you invest in a professional answering service, those expenses are a thing of the past.
  3. 3. Quick Set up When the Time Comes
    When you’re setting up a call center for your business, you can expect weeks or even  months to pass before you’re fully operational.
  4. 4. Focus on Growth, Not on the Day to Day
    Most small business owners will tell you that they wear many hats – they handle the marketing, the paperwork, the management, the product, and so on. It is because of this that many rely heavily on consultant services so that they can put their efforts toward growing their business. Call centers make it easy for business owners to focus on being where their prospects are so that they can nurture that relationship.
  5. 5. Attend to Your Customers 24/7
    It doesn’t matter what type of business you run, your customers can call at any time. An answering service makes it easy to keep your business “open” 24/7 without additional costs.

We understand that your small business is something that you take a lot of pride in and we respect that. If you’re interested in growing your business by partnering with a professional call center, consider partnering with one that can scale to meet your needs. Responsive Call Center understands the needs of small businesses. Contact us today to learn how we can help you grow.

Our Menu of Services Includes…

Responsive Outbound and Inbound Call Center Services

Managing a call center goes far beyond answering calls. Here at Responsive Call Center, we understand that no matter what service your call center offers, a lot happens on the backend. What is important to an outbound sales call center may not be relevant to inbound tech support. This is why we offer a wide range of services to accommodate call centers of all types.

Inbound Call Center Services

An inbound call center may offer customer service to existing clients who are looking to update their account, get information about their bill, or place orders for new products. Responsive Call Center specializes in managing customer service calls by ensuring the tone and process fits your brand.

Customer service representatives play a critical role in any business. When customers feel as if their business is not appreciated or their problem is not being solved, they may take their business elsewhere. This is dangerous for any answering service or call center. Our trained agents are prepared for critical calls and will work to defuse situations to avoid potential loss.

Additionally, our quality assurance process includes recording all calls in the event that they need to be referenced later.

We offer several inbound services including order management and fulfillment, tech support, virtual receptionist services and bilingual services.

Outbound Call Center Services

When it comes to outbound call center services, Responsive Call Center offers everything you need to capture quality leads and reach outbound goals.

Our outbound call center services can begin long before a call is made. We know the time and effort that goes into contacting prospects. Poor quality leads can be a waste of time and money. We offer lead screening service to ensure that poor quality leads are removed from the database.

Responsive Call Center offers a wide range of services to empower outbound call centers to build their business at every stage of their customers’ journey. We offer credit card processing, ACH services and other payment options in order to move customers forward. Whether your customers are behind on a payment or need to update the card on file, we can handle it.

Our answering service acts as an extension of your business, making it easy to stay open longer hours without worrying about staffing and maintaining professional conversations with your clients. After forty years of partnering with industries of all types, we have learned what drives business in the right direction. We are proud to partner with you to increase sales, build client relationships and minimize customer turn over. Let’s do business together!

Inbound Call Center Services: Order Management

order management

Order Management

Proper order management is an essential part of a successful business. Effective order management is a key to operational efficiency and customer satisfaction. Efficiency, accuracy and proper customer care are on the line when you are overwhelmed by taking and processing orders while also trying to manage all aspects of daily operations for your business. This also takes away from time spent focusing on the big picture and planning for future growth of your business. Outsourcing order management to virtual call center representatives is one solution to this problem because it will save you time and money and allow you to focus on the aspects of your business that nobody else can handle.

Benefits of Order Management

Inbound call centers can integrate with your current order management system to help manage and track your orders. These trained representatives will handle everything from placing new orders or modifying existing orders to processing a customer’s address change and providing price quotes. With shipment tracking software, customer questions about the delivery status of their order can be answered with ease. Inbound call centers supply businesses with personalized order management services and representatives are trained to merge systems with their own. All of this saves you, the business owner or manager, time and money because you and your staff will be able to put your time to better use and you will not have to hire the additional staff necessary to be available for all of your customers.

Order Management Services

Responsive Call Center includes the following order management services:

    • Product information – provide detailed information about the products your business sells whether it be color and personalization options or perhaps, even the item’s measurements

 

    • Stock availability – provide the most updated information about whether or not an item is in stock, out of stock, or on backorder to help customers make the best decision possible

 

    • Financial processing – processing billing and invoicing of all orders as well as returns and credits for customers

 

    • Order status – update customers as to whether their order is being pulled from the shelves or is in queue for packaging and shipping and when it is expected to ship

 

  • Dispatch management – managing the best method for shipping orders to customers

Order Management Process

Every business owner knows good customer service is critical. The smoother the process, the happier the customer, and customers who are pleased with your service will be return customers. The list below covers the profitable, sequential processes followed by virtual call center representatives at Responsive:Every business owner knows good customer service is critical. The smoother the process, the happier the customer, and customers who are pleased with your service will be return customers. The list below covers the profitable, sequential processes followed by virtual call center representatives at Responsive:

  • Lead capturing
  • Validating information
  • Fraud checking
  • Authorizing payments
  • Sourcing
  • Confirming deliveries

A business benefits both from successful order completion and from capturing new leads to generate revenue, expanding the client base. Having the ability to confirm the geolocation of shipments in route, or to direct your customers to the nearest store location is a big plus as well. Enhanced order processing with less out of pocket spend is possible. Give Responsive Call Center a chance to show you how we can make it happen. Keep in mind that at the end of the day, order management services are meant to increase the ease of doing business for you.